Job Description – Client Escalation Executive

Company: Enigoal Startup Advisory Private Limited
Designation: Client Escalation Executive
Department: Client Relationship / Customer Support
Location: Noida, Uttar Pradesh
Employment Type: Full-Time
Experience: 1–3 Years

About the Role

We are looking for a Client Escalation Executive who will be responsible for handling clients who have already purchased or paid for our services and are seeking updates regarding their ongoing work.

The candidate will manage client complaints, service-related escalations, payment-related concerns, refund requests, pending work follow-ups, and client communication. The role requires strong communication, patience, ownership, and coordination with internal teams to ensure timely resolution of client concerns.

Key Responsibilities

- Handle incoming calls and messages from existing and paid clients.
- Communicate with clients regarding the status and progress of their ongoing work.
- Handle client complaints, concerns, escalations, and service-related issues professionally.
- Take regular follow-ups from internal teams regarding pending client work.
- Provide clients with accurate updates regarding their service status and expected timelines.
- Handle clients who are dissatisfied due to delays or pending work.
- Manage refund and cancellation requests and coordinate with the Accounts/Management team for further processing.
- Understand the reason behind refund requests and try to resolve genuine service concerns wherever possible.
- Coordinate with Sales, Operations, Compliance, Accounts, and other departments to resolve client issues.




- Ensure every escalation is properly tracked and followed up until closure.
- Maintain records of client complaints, pending cases, commitments, refunds, and resolutions.
- Escalate critical or high-priority cases to the reporting manager/management.
- Follow up with clients for pending documents, approvals, information, or other requirements.
- Maintain professional communication with clients through calls, WhatsApp, email, and other communication channels.
- Ensure clients receive timely and clear communication instead of keeping them waiting without an update.
- Maintain a positive relationship with clients and contribute towards improving client satisfaction.
- Prepare daily/weekly reports of pending and resolved escalations.

Key Client Situations You Will Handle

The candidate will primarily deal with clients who:

- Have already made payment and are asking about their work.
- Are repeatedly following up for service completion.
- Are unhappy because of delays.
- Want an update regarding their application/process.
- Have questions regarding pending documents or requirements.
- Want to cancel their service.
- Are requesting a refund.
- Are dissatisfied with the service or communication.




- Have raised a complaint against the company/service.
- Need urgent resolution of an ongoing issue.

Required Skills

- Excellent communication and client-handling skills.
- Good verbal and written communication in Hindi and English.
- Strong follow-up and coordination skills.
- Ability to handle angry or dissatisfied clients calmly.
- Good problem-solving and negotiation skills.
- Strong ownership and responsibility.
- Ability to manage multiple client cases simultaneously.
- Good knowledge of MS Excel/Google Sheets.
- Basic knowledge of CRM, WhatsApp, and email communication.
- Ability to work under pressure and meet deadlines.

Preferred Candidate

- 1–3 years of experience in Client Handling, Customer Support, Escalation Management, Customer Relationship, Telecalling, BPO, or Customer Success.
- Experience handling paid clients, complaints, refunds, or service escalations will be an advantage.
- Candidates with strong communication and client-handling skills can also be considered.

Key Performance Indicators (KPIs)

- Timely response to client escalations.
- Escalation resolution and closure rate.
- Client satisfaction.
- Number of pending/unresolved client cases.
- Timely follow-up with internal departments.
- Proper handling of refund/cancellation requests.
- Accuracy and quality of client communication.
- Reduction in repeated client complaints.

Job Type: Full-Time
Work Location: Noida, Uttar Pradesh
Joining: Immediate / As per notice period

Pay: ₹15,000.00 - ₹25,000.00 per month

Perks:

- Food provided

Work Location: In person

📌 Client Escalation Executive (India)
🏢 ENIGOAL SERVICES PRIVATE
📍 India